ANALYSIS OF COMMUNITY SATISFACTION INDEX ON INTEGRATED LICENSING SERVICE AGENCY OFTEGALREGENCY OF CENTRAL JAVA PROVINCE - INDONESIA
ANALYSIS OF COMMUNITY SATISFACTION INDEX ON
INTEGRATED LICENSING SERVICE AGENCY OFTEGALREGENCY
OF CENTRAL JAVA PROVINCE - INDONESIA
Rendra Setyadiharja1 (rendra_tanjungpinang@yahoo.co.id)
Arif Zainudin2 (arif_zainudin88@yahoo.com)
Sri Sutjiatmi3
Suranto4(suranto_umy@yahoo.com)
ABSTRACT
This study aims to explore the Community Satisfaction Index on Integrated
Licensing Service Agency (BP2T) of Tegal in 2014, and wants to know people's
expectations about the services provided by the Integrated Licensing Service
Agency (BP2T) of Tegal.In analyzing community service index (CSI) on
Integrated Licensing Service Agency (BP2T) of Tegal, researchers used research
indicators listed in Permenpan No. 16 Year 2014 on Guidelines for the
Implementation of Societies Satisfaction Survey of Public Service.
Based on the results of questionnaires and interviews with respondents of
100 BP2T Tegalservice users, it wasobtained that CSI valued 80.08% that was
converted into service quality classified as "good" or "B". The result increased
from the previous year by 2%. Then to determine the gap between expectation and
service reality, researchers used Cartesian diagram analysis or Importance
Performance Analysis with the result that the elements belonging to the quadrant
A which were Top Priority to optimize included service procedures, and service
time, and which belong to the elements of the quadrant B which had to be
maintained included service requirements, cost / tariffs, product specifications,
executor’s competency, executor’s behavior, service edict, complaint or
suggestion handling, and service input.
Based on the results of research that had been conducted, the researchers
provide recommendations for serviceimprovement in the procedures and service
time which can get special attention for the process reform in the service business
in BP2T Tegal
Keywords: community service, Community Satisfaction Index, BP2T Tegal
1
Lecturer, Goverment Studies, STISIPOL Raja Haji Tanjung Pinang, Indonesia (alumny of
Graduate Program of Governmental Affairs and Administration (MIP) UMY)
2Lecturer, Goverment Studies, Pancasakti University of Tegal, Indonesia ( alumny of
Graduate Program of Governmental Affairs and Administration (MIP) UMY)
3 Lecturer, Goverment Studies, Pancasakti University of Tegal, Indonesia
4 Lecturer of Graduate Program of Governmental Affairs and Administration (MIP) UMY
INTRODUCTION
United National Development Program (UNDP, 1997) defines the
concept of governance as "the use of the authority of economics, politics and
administration to manage State affairs at all levels". Governance includes all
the mechanisms, processes and institutions where citizens and community
groups expressed interest or all of their needs by using the legal right. In
addition, the wordgood governance means good government in the process of
management in the provision of community rights. The right of people, one of
which is set out in the constitutional, is getting optimal care from the
government.
Indonesian government in optimizing public services imposes a regional
autonomy system which is local independence-oriented, efficient and effective,
as the mandate of Act 23 of 2014 on Regional Government. In the era of
regional autonomy, public service function becomes one of attention focuses in
improving the performance of local government. The spirit of decentralization
requires the best services to the public, more oriented to all needs of the
community, so that automatically various public service facilities should be
brought closer so that it is accessible by the public.
With the Act No. 32 of 2014 concerning local government, the field
which needs to be empowered is public service. That service is the basic one
that must be provided by the government to the public.
Local government as the service provider and the service arranger has big
authority to fulfill the basic needs of the public service. In accordance with the
mandate of Act No. 25 of 2009 on public services, local government is
required to provide basic services to the community. The Act No. 25 of 2009
on public service divides the scope of the services as public goods services,
public services, and administrative services.
As the effort to create good local governance, Integrated Licensing
Service Agency (BP2T) of Tegal commits to improve the quality of public
services. Integrated Licensing Service Agency (BP2T) is a mandate from the
Regulation of the Minister of the Internal Affairs No. 24 of 2006 on Guidelines
of One Stop Integrated Licensing Service Implementation. With such
regulation,the local government is required to make the government agency
that specifically dealswith public administrative services such as licensing and
non-licensing services.
In the evaluation of the quality of public services in BP2T Tegal, the
researchersrefer to the Decision of Administrative and Bureaucratic Reform
Minister No. 16 2014 Guideline of Community Satisfaction Index. Satisfaction
Index is an assessment of the community on the services rendered. Evaluation
of public services executed by BP2T Tegalis conducted in every year,
considering the acquisition of CSI in 2013 amounted to 79. The results of the
CSI in 2013 or the previous year arethe reference to increase the quality of
public services. On a scale of one measurement period,willCSI in 2014
increase? In order to find it out, it is necessary to do the analysis of Community
Satisfaction Index of Integrated Licensing Service Agency (BP2T) of Tegal.
MATERIALS AND METHODS
Literature Review
Public Service
In its nature, public service is a major task in the administration of the
State carried out by the State apparatus. Developmentemerging in a number of
countries in the field of public service indicates a shift more towards the
implementation of the principle of market orientation in the provision of
services (Osborn and Gaebler, 1999). In this case, it means that the services
provided by the government should give priority to society.
The Act No. 25 of 2009,about the service, defines the public service as
an activity or series of activities in order to meet the needs of the service in
accordance with the laws and regulations for every citizen and resident in the
goods, services, and / or administrative services provided by the public service
provider who is the government.
In other words, the services are the main tasks and functions of local
government. This relates to three (3) government functions namely,
(AtikSepti&Ratminto, 2012):
(1)
Servicing function
The presence of the government in its function of servicing to meet the
needs of the community is not discriminatory and not burdensome.
Government provides services and treats all people with equal rights: the right
to be served, the right to be respected and recognized.
(2)
Regulating Function
A policy should be made more dynamically that governs public life and
minimizes state intervention in their lives. So,the government function is to
regulate and provide protection to the public in living their life ascitizens.
Government services can be classified into the administration and
construction services (Hoesein, 1995). But, based on the function of
government in the public service, there are 3 service functions. The first is the
Environmental Service. This includes the provision of facilities and
infrastructure such as the ones in the fields of education, health, religion,
spatial planning, etc. The second service function isthe Developmental Service.
This service has the characteristics ofenabling and facilitating. This can also
bein the forms of infrastructure that can support the increase ofeconomic
growth, including those like administrative services concerning legalizing
possession or presence of an individual in the community in the forms of
license services, ID cards, birth certificates, etc. The third service is Protective
Service. This kind of service is the provision of security and protection service
conducted by the civil service police, the military, the police, etc. Nurcholis
Hanif (2007) divides the functions of public service into the ones in relation to
Education, Health, Religious, Environment, Recreation, Social, Residence,
Cemetery, Civil Registration, Drinking Water, and Legality of the document.
Measurement of Community Satisfaction Index
The quality of service has become one of the important issues in the
provision of public services in Indonesia. Therefore, all providers ofpublic
services periodically improve the service quality. The first step to improve
public services is conducting an evaluation of the public service, so that the
elements to be optimized can be found out. This evaluation can be also done to
see the response of public satisfaction on the service.
MENPAN Regulation No. 16 of 2014 on Guidelines for Measuring
Public Satisfaction Index, is used to measure the level of public satisfaction on
public services. There are nine are relevant, valid and reliableelementsthat must
be evaluated in the public service. The elements are as follows.
(1) Requirements
These are terms which must be fulfilled in the execution of a type of
service, both technical and administrative ones.
(2)
Procedure
It is a standardized procedure of services for providers and customers of
services, including service of complaints.
(3) Service Time
It is the length of time needed to complete the whole process of service
of each type of service.
(4) Cost / Rates
It is the cost charged to the customers of services. The cost is determined
through an agreement between the executors and the public
(5) Product Specifications Service Type
It is the service provided and accepted in accordance with the conditions
set. This service product is the result of any type of service specifications.
(6) Executor’s Competence
This is the ability to be possessed by the executors, including knowledge,
expertise, skills and experience.
(7) Executor’s Behavior
It is the official’s behavior in providing public services.
(8) Service Notice
This is a statement of capability and obligation of the executors to carry
out the service based on the service standard.
(9) Handling of Complaints, Suggestions and Feedbacks
This is a procedure for handling and following-up of the various opinions
that are conveyed by society.
RESEARCH METHOD
The analysis of the research of community satisfaction index and analysis
of people's expectations about public services usedthe approach of mix
methodology by combining the methods of quantitative and qualitative data
analysis. (Creswell, 2012: 99)
The IKM was analysed by the guidelines on PERMENPAN No. 16 of
2014 on guidelines for measuring IKM by setting 9 elements used as a
parameter to assess the level of community satisfaction towards public
services. Then to see all slack between the expectations and values of
community satisfaction index, the researcher uses the Cartesian diagram.
A. RESULTS AND DISCUSSION
Integrated Licensing Service Agency (BP2T) Tegal is a body established
to deal with matters of administration services. What meant by public service is
the service of licensing and non-licensing. Type of licensing services handled
by BP2T is totaling 49 types of licensing and 6 types of non-licensing.
Service activities from year 2009 - 2014 BP2T Tegal has realized a
number of 4300 documents as shown in the graph below.
Graph I A number of licensng and non-licensing documents
5,000
4,000
3,000
2,000
1,000
0
Terbitan
2009
2010
2011
2012
2013
2014
Source : reseacher data analysis 2015
Respondent Characteristic
The sampleccommunities to assess the IKM BP2T Tegalare users
or consumers of BP2T Tegal by the number of 100 respondents.
Based on the respondent's age, group is dominated by > 41 years
reaching 58%, then the age group of 31-40 years is 23%, age group 21-30
years is 18%, and the remaining 1% is the age group of 17-20 years. The
graph of age characteristics is presented below.
publishe
d
Graph II Age-based Respondent Chararteristic
58%
23%
18%
1%
17 - 20 tahun
21 - 30 tahun
31 - 40 tahun
> 41 tahun
17-20 years old 21-30 years old 31-40 years old >41 years old
Source : Reseacher data analysis 2015
People who enjoy services of BP2T Tegalare dominated by the private
employees by the amount of 41%, entrepreneur/businessman by 38%, Civil
Servant/force/police by 11% and the remaining 10% of others. The graph of
work-based respondent characteristic can be seen in the following chart.
Graph III. Work-based respondent characteristic
41%
38%
11%
10%
0%
Civil servant/
force/police
Private employe renterpreneur students
Source : Researcher data analysis 2015
others
Respondents in the IKM analysis of BP2T Tegalare mostly
educated persons of senior high school/equal by 42%, S1 (undergraduate)
by 36%, Junior high school/equal by 13%, elementary school (SD) by
5%, and diploma by 2.7%as seen in the chart below.
Graph IV education-based Respondent characteristic
42.0%
36.0%
13.0%
5.0%
2.7%
Elementary Junior High
Undergraduate
School
School
Senior High
Diploma
School
Source: researcher data analysis 2015
The study says that the respondents in the IKM analysis of BP2T Tegal
majority of respondents using the services is dominated by male by 77%, and
female by23% as can be seen in the following chart.
Graph V. Gender-based Respondent Characteristic
77%
23%
Laki-laki
Male
Perempuan
Source: Researcher data analysis 2015
Female
IKM Analysis of BP2T Tegal
Analysis of Community Satisfaction Index (IKM) in the Integrated
Licensing Service Agency (BP2T) Tegal is based on the PERMENPAN RB
No. 16 of 2014 on Community Satisfaction Index measurement guidelines with
utilizing 9 elements as a parameter for assessing the level of IKM. The
elements are requirements, procedures, service time, cost/rates, product
specification type of service, executor’s competence, executor’s behavior,
service notice, handling of complaints, suggestions and feedback.
The calculation result of the level of community satisfaction on services
of Integrated Licensing Service Agency (BP2T) Tegal 2014 becomes a base
evaluation of the process of service to the public. In the calculation of the IKM
of BP2T Tegal, it is given equal weight to IKM of BP2T Tegal overall index is
the average achieved by each service element. Recapitulation IKM value and
quality service in each service element can be seen in the following table.
Table I. IKM per Element of BP2T Kota Tegal
Element
Requirements
Procedures
Time Service
Cost/Rate
product
specification type
of service
Executor’s
Competence
Executor’s
Behaviour
Service Notice
handling of
complaints,
suggestions and
feedback
IKM Per
Element
3,22
3,08
3,29
3,26
Conversion
score of IKM
80,5
77
82,37
81,73
Quality
Service
B
B
A
A
3,15
78,78
B
3,40
85
A
3,31
82,77
A
3,12
78,28
B
2,97
74,34
B
Total of NRR
3,20
Measured
IKM service
Element
Source: Researcher data analysis 2015
B
80,08
B
The table above shows that the average community satisfaction index (IKM) of
Integrated Licensing Service Agency (BP2T) Tegal 2014 is 80.08 then converted to the value
of quality service category B (good performance) overall.
Related to the results of the IKM of BP2T Tegalof people's expectations,it is
necessary to do a comparative analysis between expectations and reality through the
Importance Performance Analysis. The analysis is performed to determine the priority order
of service elements that the performance of its services needs to be improved.The efforts are
done to increase community satisfaction of public services. The results of the analysis of the
expectation and reality in BP2T Tegal 2014 are presented in the following table.
Table II. Result of the expectation and reality analysis in BP2T Tegal
Quadrant A : Main Priority
Quadrant B : Achievement
Maintenance
Requirement
Cost/Rate
product specification type of service,
executor’s competence,
Service Procedure
executor’s behavior,
Service Time
service notice,
handling of complaints, suggestions and
feedback
Quadrant D : Element of inimportant
Quadrant C : Sub Priority
service
Source:Researcher data analysis 2015
The table above shows that there are complaints of people who want to have
some changes in some elements of service in BP2T Tegal. These elements are as
Procedures and Time element which are a condition that people expect to be the focus
of improvement in servicing public. It arises because the response from the public
responding to the given service processes.The following is the factor causing the
emergence of the procedure and service time elements.
Table III. Factors causing elements improvement
Servie Procedures
Ooptimalization of queue machine
License service depended on the
authority of institution/other offices.
source: researcher data analysis 2015
The dynamics of IKM BP2T Tegal
Service Time
The time needed in average is more
about 5 work-day.
To be able to see the dynamics of change in the quality service in the Integrated
Licensing Service Agency (BP2T) Tegal years 2011 to 2014, then the comparative
analysis is carried out of the year as shown in the graph below.
Graph VI. The Dynamics of IKM BP2T Tegal 2011 – 2014
2011
2012
78.7
2013
79.56
2014
80.08
75.46
2011
2012
2013
2014
Source: researcher data analysis 2015
The chart above shows that there is a development of the IKM value in BP2T
Tegal in 2014.The average value of the development is 1.2% each year. It can be
concluded that in general,the services in BP2T Tegalis scored Good in the performance
of public services.
CONCLUSION
Based on the results of the discussion described above, it can be concluded that:
(1) Community Satisfaction Index (IKM) in the Integrated Licensing Service Agency
Tegal 2014 as a whole amounted to 80.08 increased 1.2% compared with the IKM
value in the previous year. Therefore, the value of IKM in 2014 after being
convertedto the quality service score then it is classified in category B, which
means an average performance in BP2T Tegal is rated "Good".
(2) Of the nine (9) elements tested the service in BP2T Tegal which get the quality
service in the category A (excellent performance) are the time of service,
executor’s competence, executor’sbehaviour, and cost/rate, while others like preservice requirements, procedures, product specifications types service, service
notice, and handling complaints, suggestions and inputs are classified in category
B (good performance).
(3) Based on the Importance Performance Analysis, there are several elements that
make a top priority in improving services in BP2T Tegal. The elements are service
procedures and service time. Then the elements are rated as good performance of
the services that are the requirements, the cost/rate, product specification types,
executor’s competency, executor’s behavioral, service notice, and handling
complaints, suggestions and feedback
REFERENCES:
1. Anonim, “Laporan Indeks Kepuasan Masyarakat Kota Depok. Bappeda Kota Depok”.
2008.
2. Haksever, “Study Guide for Service Management and Operations”, Academi Internet
Publishers, 2006.
3. Hanif, Nurcholis, Teori dan Praktek Pemerintah dan Otonomi Daerah, Jakarta,
Grasindo, 2007.
4. Huges, E. “Owen, Public Management and Administration, An Introduction. The Mac
Millan Press Ltd, Great Britain“, 1994.
5. Hossein, Benyamin, “Otonomi Daerah : Menuju Kepemerintahan yang Baik Guna
Pemberdayaan Sosial-Ekonomi Masyarakat. Seminar Umum Universitas
Muhammadiyah Yogyakarta, 1995.
6. Moenir, H.A.S, “Manajemen Pelayanan Umum di Indonesia. Bandung, Bumi Aksara,
1998.
7. Pamoedji, S, “Tata Kerja Organisasi”. Bandung, Bumi Aksara, 1996.
8. Sinambela, “Reformasi Pelayanan Publik: Teori, Kebijakan dan Implementasi”.
Bandung, Bumi Aksara, 2008.
9. Septi Atik W, Ratminto, “Manajemen Pelayanan. Yogyakarta”, Pustaka Pelajar,
2012.
10. BP2T, “Renstra BP2T Kota Tegal”, 2014.
11. Undang-Undang No. 23 tahun 2014 tentang Pemerintah Daerah
12. Undang-Undang No. 25 tahun 2009 tentang Pelayanan Publik.
13. Permendagri No. 24 tahun 2006 tentang Penyelenggaraan Pelayanan Perizinan
Terpadu.
14. Keputusan Menpan No. 16 tahun 2014 tentang Pedoman Umum Penyusunan Indeks
Kepuasan Masyarakat.
15. Perda No. 12 tahun 2008 tentang Organisasi dan Tata kerja Inspektorat, Badan
Perencanaan Pembangunan Daerah, Lembaga Teknis Daerah dan Badan Pelayanan
Perizinan Terpadu Kota Tegal.
16. Perwal No. 2 tahun 2009 tentang Pola dan Mekanisme Pelayanan Perizinan dan Non
Perizinan Pada Badan Pelayanan Perizinan Terpadu Kota Tegal.
INTEGRATED LICENSING SERVICE AGENCY OFTEGALREGENCY
OF CENTRAL JAVA PROVINCE - INDONESIA
Rendra Setyadiharja1 (rendra_tanjungpinang@yahoo.co.id)
Arif Zainudin2 (arif_zainudin88@yahoo.com)
Sri Sutjiatmi3
Suranto4(suranto_umy@yahoo.com)
ABSTRACT
This study aims to explore the Community Satisfaction Index on Integrated
Licensing Service Agency (BP2T) of Tegal in 2014, and wants to know people's
expectations about the services provided by the Integrated Licensing Service
Agency (BP2T) of Tegal.In analyzing community service index (CSI) on
Integrated Licensing Service Agency (BP2T) of Tegal, researchers used research
indicators listed in Permenpan No. 16 Year 2014 on Guidelines for the
Implementation of Societies Satisfaction Survey of Public Service.
Based on the results of questionnaires and interviews with respondents of
100 BP2T Tegalservice users, it wasobtained that CSI valued 80.08% that was
converted into service quality classified as "good" or "B". The result increased
from the previous year by 2%. Then to determine the gap between expectation and
service reality, researchers used Cartesian diagram analysis or Importance
Performance Analysis with the result that the elements belonging to the quadrant
A which were Top Priority to optimize included service procedures, and service
time, and which belong to the elements of the quadrant B which had to be
maintained included service requirements, cost / tariffs, product specifications,
executor’s competency, executor’s behavior, service edict, complaint or
suggestion handling, and service input.
Based on the results of research that had been conducted, the researchers
provide recommendations for serviceimprovement in the procedures and service
time which can get special attention for the process reform in the service business
in BP2T Tegal
Keywords: community service, Community Satisfaction Index, BP2T Tegal
1
Lecturer, Goverment Studies, STISIPOL Raja Haji Tanjung Pinang, Indonesia (alumny of
Graduate Program of Governmental Affairs and Administration (MIP) UMY)
2Lecturer, Goverment Studies, Pancasakti University of Tegal, Indonesia ( alumny of
Graduate Program of Governmental Affairs and Administration (MIP) UMY)
3 Lecturer, Goverment Studies, Pancasakti University of Tegal, Indonesia
4 Lecturer of Graduate Program of Governmental Affairs and Administration (MIP) UMY
INTRODUCTION
United National Development Program (UNDP, 1997) defines the
concept of governance as "the use of the authority of economics, politics and
administration to manage State affairs at all levels". Governance includes all
the mechanisms, processes and institutions where citizens and community
groups expressed interest or all of their needs by using the legal right. In
addition, the wordgood governance means good government in the process of
management in the provision of community rights. The right of people, one of
which is set out in the constitutional, is getting optimal care from the
government.
Indonesian government in optimizing public services imposes a regional
autonomy system which is local independence-oriented, efficient and effective,
as the mandate of Act 23 of 2014 on Regional Government. In the era of
regional autonomy, public service function becomes one of attention focuses in
improving the performance of local government. The spirit of decentralization
requires the best services to the public, more oriented to all needs of the
community, so that automatically various public service facilities should be
brought closer so that it is accessible by the public.
With the Act No. 32 of 2014 concerning local government, the field
which needs to be empowered is public service. That service is the basic one
that must be provided by the government to the public.
Local government as the service provider and the service arranger has big
authority to fulfill the basic needs of the public service. In accordance with the
mandate of Act No. 25 of 2009 on public services, local government is
required to provide basic services to the community. The Act No. 25 of 2009
on public service divides the scope of the services as public goods services,
public services, and administrative services.
As the effort to create good local governance, Integrated Licensing
Service Agency (BP2T) of Tegal commits to improve the quality of public
services. Integrated Licensing Service Agency (BP2T) is a mandate from the
Regulation of the Minister of the Internal Affairs No. 24 of 2006 on Guidelines
of One Stop Integrated Licensing Service Implementation. With such
regulation,the local government is required to make the government agency
that specifically dealswith public administrative services such as licensing and
non-licensing services.
In the evaluation of the quality of public services in BP2T Tegal, the
researchersrefer to the Decision of Administrative and Bureaucratic Reform
Minister No. 16 2014 Guideline of Community Satisfaction Index. Satisfaction
Index is an assessment of the community on the services rendered. Evaluation
of public services executed by BP2T Tegalis conducted in every year,
considering the acquisition of CSI in 2013 amounted to 79. The results of the
CSI in 2013 or the previous year arethe reference to increase the quality of
public services. On a scale of one measurement period,willCSI in 2014
increase? In order to find it out, it is necessary to do the analysis of Community
Satisfaction Index of Integrated Licensing Service Agency (BP2T) of Tegal.
MATERIALS AND METHODS
Literature Review
Public Service
In its nature, public service is a major task in the administration of the
State carried out by the State apparatus. Developmentemerging in a number of
countries in the field of public service indicates a shift more towards the
implementation of the principle of market orientation in the provision of
services (Osborn and Gaebler, 1999). In this case, it means that the services
provided by the government should give priority to society.
The Act No. 25 of 2009,about the service, defines the public service as
an activity or series of activities in order to meet the needs of the service in
accordance with the laws and regulations for every citizen and resident in the
goods, services, and / or administrative services provided by the public service
provider who is the government.
In other words, the services are the main tasks and functions of local
government. This relates to three (3) government functions namely,
(AtikSepti&Ratminto, 2012):
(1)
Servicing function
The presence of the government in its function of servicing to meet the
needs of the community is not discriminatory and not burdensome.
Government provides services and treats all people with equal rights: the right
to be served, the right to be respected and recognized.
(2)
Regulating Function
A policy should be made more dynamically that governs public life and
minimizes state intervention in their lives. So,the government function is to
regulate and provide protection to the public in living their life ascitizens.
Government services can be classified into the administration and
construction services (Hoesein, 1995). But, based on the function of
government in the public service, there are 3 service functions. The first is the
Environmental Service. This includes the provision of facilities and
infrastructure such as the ones in the fields of education, health, religion,
spatial planning, etc. The second service function isthe Developmental Service.
This service has the characteristics ofenabling and facilitating. This can also
bein the forms of infrastructure that can support the increase ofeconomic
growth, including those like administrative services concerning legalizing
possession or presence of an individual in the community in the forms of
license services, ID cards, birth certificates, etc. The third service is Protective
Service. This kind of service is the provision of security and protection service
conducted by the civil service police, the military, the police, etc. Nurcholis
Hanif (2007) divides the functions of public service into the ones in relation to
Education, Health, Religious, Environment, Recreation, Social, Residence,
Cemetery, Civil Registration, Drinking Water, and Legality of the document.
Measurement of Community Satisfaction Index
The quality of service has become one of the important issues in the
provision of public services in Indonesia. Therefore, all providers ofpublic
services periodically improve the service quality. The first step to improve
public services is conducting an evaluation of the public service, so that the
elements to be optimized can be found out. This evaluation can be also done to
see the response of public satisfaction on the service.
MENPAN Regulation No. 16 of 2014 on Guidelines for Measuring
Public Satisfaction Index, is used to measure the level of public satisfaction on
public services. There are nine are relevant, valid and reliableelementsthat must
be evaluated in the public service. The elements are as follows.
(1) Requirements
These are terms which must be fulfilled in the execution of a type of
service, both technical and administrative ones.
(2)
Procedure
It is a standardized procedure of services for providers and customers of
services, including service of complaints.
(3) Service Time
It is the length of time needed to complete the whole process of service
of each type of service.
(4) Cost / Rates
It is the cost charged to the customers of services. The cost is determined
through an agreement between the executors and the public
(5) Product Specifications Service Type
It is the service provided and accepted in accordance with the conditions
set. This service product is the result of any type of service specifications.
(6) Executor’s Competence
This is the ability to be possessed by the executors, including knowledge,
expertise, skills and experience.
(7) Executor’s Behavior
It is the official’s behavior in providing public services.
(8) Service Notice
This is a statement of capability and obligation of the executors to carry
out the service based on the service standard.
(9) Handling of Complaints, Suggestions and Feedbacks
This is a procedure for handling and following-up of the various opinions
that are conveyed by society.
RESEARCH METHOD
The analysis of the research of community satisfaction index and analysis
of people's expectations about public services usedthe approach of mix
methodology by combining the methods of quantitative and qualitative data
analysis. (Creswell, 2012: 99)
The IKM was analysed by the guidelines on PERMENPAN No. 16 of
2014 on guidelines for measuring IKM by setting 9 elements used as a
parameter to assess the level of community satisfaction towards public
services. Then to see all slack between the expectations and values of
community satisfaction index, the researcher uses the Cartesian diagram.
A. RESULTS AND DISCUSSION
Integrated Licensing Service Agency (BP2T) Tegal is a body established
to deal with matters of administration services. What meant by public service is
the service of licensing and non-licensing. Type of licensing services handled
by BP2T is totaling 49 types of licensing and 6 types of non-licensing.
Service activities from year 2009 - 2014 BP2T Tegal has realized a
number of 4300 documents as shown in the graph below.
Graph I A number of licensng and non-licensing documents
5,000
4,000
3,000
2,000
1,000
0
Terbitan
2009
2010
2011
2012
2013
2014
Source : reseacher data analysis 2015
Respondent Characteristic
The sampleccommunities to assess the IKM BP2T Tegalare users
or consumers of BP2T Tegal by the number of 100 respondents.
Based on the respondent's age, group is dominated by > 41 years
reaching 58%, then the age group of 31-40 years is 23%, age group 21-30
years is 18%, and the remaining 1% is the age group of 17-20 years. The
graph of age characteristics is presented below.
publishe
d
Graph II Age-based Respondent Chararteristic
58%
23%
18%
1%
17 - 20 tahun
21 - 30 tahun
31 - 40 tahun
> 41 tahun
17-20 years old 21-30 years old 31-40 years old >41 years old
Source : Reseacher data analysis 2015
People who enjoy services of BP2T Tegalare dominated by the private
employees by the amount of 41%, entrepreneur/businessman by 38%, Civil
Servant/force/police by 11% and the remaining 10% of others. The graph of
work-based respondent characteristic can be seen in the following chart.
Graph III. Work-based respondent characteristic
41%
38%
11%
10%
0%
Civil servant/
force/police
Private employe renterpreneur students
Source : Researcher data analysis 2015
others
Respondents in the IKM analysis of BP2T Tegalare mostly
educated persons of senior high school/equal by 42%, S1 (undergraduate)
by 36%, Junior high school/equal by 13%, elementary school (SD) by
5%, and diploma by 2.7%as seen in the chart below.
Graph IV education-based Respondent characteristic
42.0%
36.0%
13.0%
5.0%
2.7%
Elementary Junior High
Undergraduate
School
School
Senior High
Diploma
School
Source: researcher data analysis 2015
The study says that the respondents in the IKM analysis of BP2T Tegal
majority of respondents using the services is dominated by male by 77%, and
female by23% as can be seen in the following chart.
Graph V. Gender-based Respondent Characteristic
77%
23%
Laki-laki
Male
Perempuan
Source: Researcher data analysis 2015
Female
IKM Analysis of BP2T Tegal
Analysis of Community Satisfaction Index (IKM) in the Integrated
Licensing Service Agency (BP2T) Tegal is based on the PERMENPAN RB
No. 16 of 2014 on Community Satisfaction Index measurement guidelines with
utilizing 9 elements as a parameter for assessing the level of IKM. The
elements are requirements, procedures, service time, cost/rates, product
specification type of service, executor’s competence, executor’s behavior,
service notice, handling of complaints, suggestions and feedback.
The calculation result of the level of community satisfaction on services
of Integrated Licensing Service Agency (BP2T) Tegal 2014 becomes a base
evaluation of the process of service to the public. In the calculation of the IKM
of BP2T Tegal, it is given equal weight to IKM of BP2T Tegal overall index is
the average achieved by each service element. Recapitulation IKM value and
quality service in each service element can be seen in the following table.
Table I. IKM per Element of BP2T Kota Tegal
Element
Requirements
Procedures
Time Service
Cost/Rate
product
specification type
of service
Executor’s
Competence
Executor’s
Behaviour
Service Notice
handling of
complaints,
suggestions and
feedback
IKM Per
Element
3,22
3,08
3,29
3,26
Conversion
score of IKM
80,5
77
82,37
81,73
Quality
Service
B
B
A
A
3,15
78,78
B
3,40
85
A
3,31
82,77
A
3,12
78,28
B
2,97
74,34
B
Total of NRR
3,20
Measured
IKM service
Element
Source: Researcher data analysis 2015
B
80,08
B
The table above shows that the average community satisfaction index (IKM) of
Integrated Licensing Service Agency (BP2T) Tegal 2014 is 80.08 then converted to the value
of quality service category B (good performance) overall.
Related to the results of the IKM of BP2T Tegalof people's expectations,it is
necessary to do a comparative analysis between expectations and reality through the
Importance Performance Analysis. The analysis is performed to determine the priority order
of service elements that the performance of its services needs to be improved.The efforts are
done to increase community satisfaction of public services. The results of the analysis of the
expectation and reality in BP2T Tegal 2014 are presented in the following table.
Table II. Result of the expectation and reality analysis in BP2T Tegal
Quadrant A : Main Priority
Quadrant B : Achievement
Maintenance
Requirement
Cost/Rate
product specification type of service,
executor’s competence,
Service Procedure
executor’s behavior,
Service Time
service notice,
handling of complaints, suggestions and
feedback
Quadrant D : Element of inimportant
Quadrant C : Sub Priority
service
Source:Researcher data analysis 2015
The table above shows that there are complaints of people who want to have
some changes in some elements of service in BP2T Tegal. These elements are as
Procedures and Time element which are a condition that people expect to be the focus
of improvement in servicing public. It arises because the response from the public
responding to the given service processes.The following is the factor causing the
emergence of the procedure and service time elements.
Table III. Factors causing elements improvement
Servie Procedures
Ooptimalization of queue machine
License service depended on the
authority of institution/other offices.
source: researcher data analysis 2015
The dynamics of IKM BP2T Tegal
Service Time
The time needed in average is more
about 5 work-day.
To be able to see the dynamics of change in the quality service in the Integrated
Licensing Service Agency (BP2T) Tegal years 2011 to 2014, then the comparative
analysis is carried out of the year as shown in the graph below.
Graph VI. The Dynamics of IKM BP2T Tegal 2011 – 2014
2011
2012
78.7
2013
79.56
2014
80.08
75.46
2011
2012
2013
2014
Source: researcher data analysis 2015
The chart above shows that there is a development of the IKM value in BP2T
Tegal in 2014.The average value of the development is 1.2% each year. It can be
concluded that in general,the services in BP2T Tegalis scored Good in the performance
of public services.
CONCLUSION
Based on the results of the discussion described above, it can be concluded that:
(1) Community Satisfaction Index (IKM) in the Integrated Licensing Service Agency
Tegal 2014 as a whole amounted to 80.08 increased 1.2% compared with the IKM
value in the previous year. Therefore, the value of IKM in 2014 after being
convertedto the quality service score then it is classified in category B, which
means an average performance in BP2T Tegal is rated "Good".
(2) Of the nine (9) elements tested the service in BP2T Tegal which get the quality
service in the category A (excellent performance) are the time of service,
executor’s competence, executor’sbehaviour, and cost/rate, while others like preservice requirements, procedures, product specifications types service, service
notice, and handling complaints, suggestions and inputs are classified in category
B (good performance).
(3) Based on the Importance Performance Analysis, there are several elements that
make a top priority in improving services in BP2T Tegal. The elements are service
procedures and service time. Then the elements are rated as good performance of
the services that are the requirements, the cost/rate, product specification types,
executor’s competency, executor’s behavioral, service notice, and handling
complaints, suggestions and feedback
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